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Code of Consumer Rights and Responsibilities

RBC Insurance®, along with sales intermediaries who sell travel insurance products on behalf of RBC Insurance are committed to safeguarding your rights when you shop for insurance and when you submit a claim following a loss. Your rights include the right to be informed fully, to be treated fairly, to timely complaint resolution, and to privacy. These rights are grounded in the contract between you, RBC Insurance and the insurance laws of your province. With rights, however, come responsibilities including, for example the expectation that you will provide complete and accurate information to RBC Insurance. Your travel policy booklet outlines other important responsibilities. RBC Insurance, their sales intermediaries, and governments also have important roles to play in ensuring that your rights are protected.

Right to be informed

You can expect to access clear information about your policy, your coverage, and the claims settlement process. You have the right to an easy to understand explanation of how insurance works and how it will meet your needs.

You have a right to know that travel products are offered by commissioned sales intermediaries. Under normal circumstances, insurers will advise an insurance customer or the customer’s intermediary of changes to, or the cancellation of a policy, at least thirty days prior to the expiration of the policy, if the customer provides information required for determining renewal terms of the policy at least forty-five days prior to the expiration of the policy.

Responsibility to ask questions and share information

To safeguard your right to purchase appropriate coverage at a competitive price, you should ask questions about your policy so that you understand what it covers and what your obligations are under it. You can access information through the RBC Insurance travel policy brochure, the RBC Insurance website (www.rbcinsurance.com) as well as through one-on-one meetings with your sales intermediary. To maintain your protection against loss, you must promptly inform RBC Insurance and/or your sales intermediary of any change in your circumstances. Information required to determine renewal terms of your policy must be provided at least forty-five days prior to the expiration of the policy.

Right to complaint resolution

RBC Insurance and their sales intermediaries are committed to high standards of customer service. If you have a complaint about the service you have received, you have a right to access the company's complaint resolution process. For more information, contact RBC Insurance at 1-800-263-8944. If you are unsatisfied with the resolution process provided to you through RBC Insurance, then you have the right to contact Canadian Life and Health OmbudService (CLHIO) at www.clhio.ca or by phone at 1-866-538-3766.

Responsibility to resolve disputes

You should always enter into the dispute resolution process in good faith, provide required information in a timely manner, and remain open to recommendations made by independent observers as part of that process.

Right to professional service

You have the right to deal with insurance professionals who exhibit a high ethical standard, which includes acting with honesty, integrity, fairness and skill. Sales intermediaries must exhibit extensive knowledge of the product, its coverages and its limitations in order to best serve you.

Right to privacy

Because it is important for you to disclose any and all information required by an insurer to provide the insurance coverage that best suits you, you have the right to know that your information will be used for the purpose laid out in the privacy statement made available to you in the RBC Insurance travel insurance policy booklet. This information will not be disclosed to anyone except as permitted by law. You should know that RBC Insurance is subject to Canada's privacy laws.

RBC Insurance Company of Canada

 

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